Payroll Tax Expert, Customer Service

Summary

Join our team as a Payroll Tax Expert - Customer Service and contribute to the day-to-day success of the Customer Care Tax teams. As a key contributor, you will drive improvement and efficiency in payroll tax experience while providing a customer-first experience.

Requirements

• 2+ years of experience in a role responsible for customer satisfaction and championing the customer experience
• 1+ year of prior payroll service bureau experience
• Knowledge of payroll taxes including federal, state, local and paid family leave
• Success operating independently and navigating competing priorities in a constantly changing environment
• Strong critical problem solving, customer communication, organizational, and influencing skills
• Experience working with sensitive/confidential information
• Proficient in Microsoft Excel and Google Suite

Responsibilities

• Research payroll tax issues raised by internal stakeholders and customers and provide timely resolutions
• Assist customers with tax related questions through inbound warm transferred phone calls and inbound customer emails
• Work with internal operations team and tax agencies to obtain accurate payroll tax account information to ensure accurate and timely payroll tax filings and payments
• Assist customers with identifying their payroll tax jurisdiction account information and making routine updates as needed to ensure timely filing and payment of payroll tax obligations
• Review and assist employers with reconciling payroll tax liability debits/credits to their bank accounts
• Identify and resolve root cause discrepancies and recommend process improvements to reduce tax issues and improve payroll tax filing efficiencies
• Collaborate with customers to complete Third-Party Agent (TPA) setup
• Correspond with tax agencies regarding tax notices, inquiries, tax penalty abatements/waivers and tax clearances
• Assist in monthly, quarterly and annual tax filings and participate in special projects and/or other duties assigned

Benefits

• Health insurance
• Retirement benefits
• Paid time off
• Remote work, flexible hours